What Happened: Customer Support Conversations
Learn how Kerry Patterson’s advice helped a frustrated reader overcome his anger and resolve an issue with customer service.
Posts by Brittney Maxfield
Off the Author's Bookshelf: What Joseph's Reading
Visit the Crucial Skills blog to see what Joseph Grenny’s reading.
Joseph Grenny Introduces Crucial Conversations Second Edition
Visit the Crucial Skills blog to find out what’s new in Crucial Conversations Second Edition.
What Happened: Time to Let People Go
Dear Al, Your advice, as well as the many cues I took from Crucial Conversations and Crucial Confrontations, were extremely helpful to me as I sat down with the headmaster. I did dismiss him, but as you suggested, we gave him a more than generous severance package and I continue to be a reference for …
Celebrating our Newest Bestseller
Thank you to all our readers and fans who have helped us launch our new book Change Anything to bestseller status. The book has been an immediate hit on all the major bestseller lists and we couldn’t be more ecstatic. See for yourself: #3 New York Times (Hardcover Business) May 1, 2011 #3 New York …
Change Challenger Terri has lost 21 of 50 pounds
Change Challenger Terri is on her way to losing 50 pounds. My change goal: Lose 50 pounds by Jan 1, 2012. Progress: As of April 25, I have lost a total of 21 pounds. My crucial moments: Moments of stress when I’m tempted to resort to my old, unhealthy eating habits Moments when I’ve allowed …
What Happened? A Boss On a Spending Spree
Dear Joseph, First, I want to thank you for taking the time to answer my question. I think you were right on target with every single remark you made. I believe I originally read the situation wrong and judged incorrectly, and you gave me a much needed wake-up call! I have talked this through with …
Q&A with a Change Challenger: Pam's goal to get promoted
Change Challenger Pam shares her change plan to get a promotion in 6 months. What is your change goal? To receive a promotion within 6 months What are your crucial moments? When new, stretch assignment becomes available When discussing business accomplishments When beginning assigned lead on project What are your vital behaviors? Willingly take on …
Q&A with a Change Challenger: Carol Ann's goal to help her son
Change Challenger Carol Ann shares her change plan to improve her relationship with her son as he manages a chronic illness. What is your change goal? Facilitating a young adult’s transition to self managed care of a chronic medical condition. Specifically, by 5/1/11, our son will be engaged in a ongoing healthcare with an appropriate …
Janet: Tools to be on time
Change Challenger Janet shares her change plan to be on time…once and for all. I was on time for my birth, but it has been a struggle ever since. When I am on time, I feel calm and really good. When I am not – which is far too often – I feel stressed and …